Returns & Refund Policy.
our health is very important to us and because of this we will not accept Fragrance Oils, Essential Oils, Hydrosols, Wax, Candle Dye, Wicks, Butters, Melt and Pour & Liquid Soap, Carrier Oils and Cosmetic ingredients back unless they are damaged due to the risk of contamination. We take the responsibility of your health hygiene and safety requirements very seriously.
Should you want to return a product, claim for a refund, a credit or a replacement product to be sent out, because of one the following reasons:
The product does not match the description or specifications on the website.
You received the wrong product.
Your product was damaged in transit by the courier company.
Please contact us within one week of receiving the goods. If your goods were damaged in transit we will require photos of the damaged goods emailed to info@nzcandlesupplies.nz so we can file a claim with the courier company. Often the courier company will pick up the damaged goods. Do not dispose of damaged or broken stock until advised as this may affect your replacement. We will ship replacements as soon as we receive the photos.
Your order was lost in transit by the courier company.
Your delivery was incomplete, it was left without a signature, and your goods are no longer there.
We will send you a return courier ticket to have the goods returned to us. Please pack them up well, so they can be safely returned to us :) Refunds will be made the same way the initial order was made.
Change of mind - You made an error or no longer need or want the product.
You will be charged the actual courier costs both ways, as well as the courier cost of sending you the return courier tickets. A 15% restocking fee will apply to all orders returned because of 'change of mind'. All refunds will be at the sole discretion of New Zealand Candle Supplies (refunds less than $20 will be processed as a store credit), no claims will be accepted if the products have been damaged after the 7 day period or misused.
Should you change your mind, we cannot accept the following goods for return. Your health is very important to us and because of this we will not accept Fragrance Oils, Essential Oils, Hydrosols, Wax, Candle Dye, Wicks, Butters, Melt and Pour & Liquid Soap, Carrier Oils and Cosmetic ingredients back unless they were damaged due to the risk of contamination. We take the responsibility of your health, hygiene and safety requirements very seriously.
We have small tester sizes of most products available, so you can make sure our products meet your requirements, before committing to larger orders.
All returns must be made within 7 days of receipt of goods. Please email info@nzcandlesupplies.nz to advise any problems so we can fix them quickly.
We certainly don’t want you to be unhappy.
Thank you for your trust, I will work really hard to support you.
Nicole